CRM Dynamics Partners With Microsoft and Major Canadian Telecom Company to Upgrade CRM4 to CRM2011

It all started a few months ago when one of our Sales Growth Advisors received a call from one of our bigger clients, a major Canadian telecom company about needing to upgrade from her older version of 4.0 Microsoft CRM to the new Microsoft Dynamics CRM 2011.

She had heard about some of the benefits like the easy-to-use Dashboards, Microsoft Dynamics CRM 2011 tighter integration with MS-Outlook, and its ability to run on multiple browsers such as Safari, Chrome and Firefox. Since most of her customer service representatives that were on the road needed real time access to the CRM system on mobile devices like the iPad, iPhone, Android phones etc… she needed to feel confident that they would have the ability to connect online with different browsers and different hardware.

Microsoft CRM Dynamics CRM 2011 is the same customer relationship management (CRM) system that her employees had been used to for years, easy to operate, easy to deploy, and easy to adapt to the unique needs of any company. However, the newest version of Microsoft Dynamics CRM 4.0 has over 500 changes including dialogues, reports, goals, customizations giving users access to more features than before.

One of the biggest changes has been the addition of dashboards; giving users the choice between prepackaged dashboards and the ability to create custom reports. With the dashboards feature also displaying real-time data incorporated from external sources such as mapping information, users can track of important KPI’s up to the minute.

Another great feature is the ability of users to export and import to Excel with one click. With many CSR’s updating customer files in Excel remotely and exporting them to Microsoft Dynamics once they get back to the office or from home, this feature allows them to save time exporting, amending, and re-importing data.  The seamless integration between MS-Excel and Microsoft Dynamics makes any marketing team more productive.

Many of our clients really like the guided dialogues that enable users to capture information using workflow driven scripts, saving them time and ensuring data accuracy. They also found that it took less time for new trainee’s to get up and running. Many of the in-house CSR’s use this feature when qualifying leads, or when they are logging a trouble ticket on the system, with different dialogues being generated depending on the answers given.

We’ve found that many of our clients including those in manufacturing and financial services were happy that they made the switch to Microsoft Dynamics 2011. And it made it a lot easier for our telecom customer service manager to make the change to Microsoft Dynamics 2011, knowing that Microsoft made a good thing even better.

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